The Mediating Role Of Satisfaction In The Relationship Between Service Quality and Loyalty Case Study In PT Asuransi XYZ Indonesia

About Us

Ipmi Repository is an online archive service which is managed by IPMI Library - Learning Resource Center. Established for collecting, managing, saving, preserving and disseminating digital copies of intellectual output of IPMI International Business School such as academic journal, books, theses, Group Field Project, Community Involvement Project, Case Study, conference paper, and other types of research publication. The main objective of this repository is to provide long-term, public, open access and easily retrieve to the digital collection to support teaching-learning process.

"Knowledge without observation is nil"

Nurismartian, Roby (2019) The Mediating Role Of Satisfaction In The Relationship Between Service Quality and Loyalty Case Study In PT Asuransi XYZ Indonesia. Graduate thesis, Sekolah Tinggi Bisnis IPMI.

[img] Text
Restricted to Registered users only

Download (1MB)


The objective of this study is to analyze the relationship of service quality on agents’ satisfaction, service quality on agents’ loyalty, and satisfaction on loyalty when they used the insurance portal XYZNet as a digital tools provided by PT Asuransi XYZ Indonesia for their agents’ to increase market share in retail business in Indonesia. Where the portal was facing the challenge of the low number of usage. This study used a quantitative approach, involved 100 respondents which have minimum five times using this portal as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of SmartPLS version 3.2.8 software. The results indicated that service quality positively influenced agents’ satisfaction, satisfaction also positively influenced agents’ loyalty. However service quality did not significantly influenced agents’ loyalty. The finding also indicated that satisfaction was a significant variable that mediated the relationship between service quality and loyalty. The study gives positive impact to the future researchers to do similar study. Furthermore, the finding could help PT Asuransi XYZ Indonesia and insurance company in general to improve their service quality. Keywords: service quality, satisfaction, loyalty, E-S-QUAL, PLS

Item Type: Thesis (Graduate)
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HG Finance
Divisions: Thesis > Master of Business Administration
Depositing User: Indriana Apriyanti
Date Deposited: 17 Jan 2020 03:31
Last Modified: 17 Jan 2020 03:31

Actions (login required)

View Item View Item